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While on call, an agent can add another agent to consult with them about the call. To do so, the agent clicks Add Caller and selects an agent from the presented list of agents and interaction plans. (The agents in the presented list are Salesforce users, all of whom are linked to agents in VCC.) This puts the original call on hold while the original agent is connected to the agent chosen from the list. The The original agent can then either swap perform one of the following actions:
- Swap between original call and consult
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- End the consult
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- Perform a warm transfer to the other agent (by leaving the call themselves)
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- Combine the original call with the consult. Combining the calls is known as merging in SCV—merging is called conferencing in VCC.
Alternatively, the agent can do a cold transfer of the call to a VCC interaction plan. To do so, the agent clicks Add Caller and selects an interaction plan from the presented list of agents and interaction plans. The call is immediately transferred to the interaction plan.
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